IT Service Desk Manager

Overview

Hazlewoods is proud to be one of the largest independent chartered accountants and business advisers in the Southwest, with over 600 dedicated professionals across Gloucestershire, Bristol, and Cardiff.

About The Role

Hazlewoods is looking for an experienced IT Service Desk Manager to lead a team of up to five, ensuring smooth and efficient IT support for employees across all offices. This is a hands-on management role requiring strong technical expertise and excellent leadership and organisational skills.

• Lead, mentor, and develop the Service Desk team.
• Manage IT Service Management processes and maintain the ISM tool.
• Handle escalations, provide 2nd line technical support, and oversee 1st/2nd line processes.
• Maintain accurate asset records and manage IT stock levels.
• Produce documentation, reports, and maintain the Service Desk knowledge base.
• Work with the IT Director on Service Management strategy and process improvements.
• Ensure laptops and smartphones meet company standards.
• Organise shifts, site visits, and employee IT inductions.

• Minimum 2 years experience leading an IT support team.
• Strong technical skills:
  Windows 10/11 configuration and Microsoft 365.
• Experience with IT Service Management systems.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple priorities.
• Full UK driving licence (travel required).

• Knowledge of Windows Server, Active Directory, Azure, Intune, Citrix, Ivanti products, networking, and project management.